Customer Service Officer

HR Risk and Advisory; Melbourne; Hybrid; AUD 60,000 - 76,000; Full time

Benefits offered by this job

On-call allowance

Training and development (upskilling)

Career development pathways

Hybrid working model

Job summary

HR Risk and Advisory is seeking a versatile team member for customer service, order management, procurement, and Level 1 IT support. You will coordinate orders, manage purchasing, and handle service requests, collaborating with customers, suppliers, sales and technical teams to keep things moving.

You will work in a hybrid setup from our Mulgrave office, with flexibility to work from home on non-incident days.

Qualifications

• Experience in customer service, service coordination, order administration, procurement or IT support.
• Clear, professional communication and enjoy helping customers.
• Attention to detail and accuracy.
• Ability to manage competing priorities and follow through on commitments.
• Office presence 3–4 days per week.
• Experience with Autotask or a similar system.
• Experience in ITIL-aligned incident management, service requests and escalation processes.

Responsibilities

• Handle inbound and outbound calls to assist customers with enquiries, orders and service requests.
• Prepare and follow up quotes, process orders and keep customers updated on delivery expectations.
• Raise purchase orders, follow up suppliers, check stock availability, receipt goods and despatch customer orders.
• Log, assess and resolve Level 1 incidents and service requests, and elevate complex issues to the appropriate team.
• Manage your tickets, orders and purchasing tasks to meet service levels and customer commitments.
• Work with sales, technical teams and suppliers to resolve issues and deliver orders and services on time.
• Keep system records accurate and up to date and document processes and procedures.
• Take part in the after-hours on-call roster to assist with supporting our client needs.

Skills

Customer service

Order management

Procurement

IT support

Tools

Autotask

Job description

Enjoy helping customers and solving problems? Bring your skills to a varied role across customer service, order management, procurement and Level 1 IT support.

About the role

You'll join a collaborative team to coordinate customer orders, organise purchasing and handle service requests. Working closely with customers, suppliers, sales and technical teams, you'll resolve enquiries, provide clear updates and follow through to keep things moving.

If you enjoy customer contact, have an eye for detail and like finding practical solutions, then we want you.

What we offer:

Competitive salary based on experience

On-call allowance

Training and development (we actively support upskilling and progression within the business)

Career development pathways within a national company

A company that values work-life balance (hybrid working model)

What you'll do

Handle inbound and outbound calls to assist customers with enquiries, orders and service requests.

Prepare and follow up quotes, process orders and keep customers updated on delivery expectations.

Raise purchase orders, follow up suppliers, check stock availability, receipt goods and despatch customer orders.

Log, assess and resolve Level 1 incidents and service requests, and elevate complex issues to the appropriate team.

Manage your tickets, orders and purchasing tasks to meet service levels and customer commitments.

Work with sales, technical teams and suppliers to resolve issues and deliver orders and services on time.

Keep system records accurate and up to date and document processes and procedures.

Take part in the after-hours on-call roster to assist with supporting our client needs.

What you'll bring

Experience in customer service, service coordination, order administration, procurement or IT support, ideally within an ICT environment.

Clear & professionally and enjoy helping customers.

Attention to detail and work accuracy.

Ability to manage competing priorities, follow through on commitments and ask for support when needed.

A practical approach to solving problems and ability to learn.

Initiative and ability to work in a team environment.

Ability to be in office for 3-4 days per week.

Experience with Autotask or a similar system.

Experience in ITIL-aligned incident management, service requests and escalation processes.

Location and working arrangements

You'll work from our Mulgrave office 3-4 days per week, with flexibility to work from home on other days. During onboarding and training, you'll spend more time in the office to build your skills and get to know the team.

Our office may relocate closer to Melbourne's CBD in the future.

About us

We help businesses across Australia with communication systems, safety technologies and managed services. Our teams work from offices in Melbourne, Sydney, Brisbane and Perth, providing advice, practical solutions and 24/7 client support.